Recorded Webinar: 10 Predictions for 2021 Related Articles Recorded Webinar: 10 Predictions for 2016 Recorded Webinar: Innovative Best Practices for First Contact Resolution Recorded Webinar: Five Great Ways to Channel Shift Customers From Phone to Digital Recorded Webinar: 10 Predictions for 2019 488 Filed under - Recorded Call Centre and Customer Experience Webinars, Martin Hill-Wilson 2020 was a testing year for everyone. But what can contact centres expect from 2021? How can you stay ahead of the game? How can you best invest your time and energy for the year ahead? In this webinar, we will predict how key industry trends will rise and fall in 2021, helping you to navigate the tricky “new normal” to the best of your ability. Agenda Introductions – Jonty Pearce, Call Centre Helper Martin Hill-Wilson, Brainfood Extra Click here to view the slides Topics Discussed The latest contact centre trends How COVID-19 continues to change the industry What’s falling by the wayside? What should you now be prioritising? Insights into modern contact centre innovations Predictions from the audience Winning tip – “Customer expectations have changed throughout 2020 due to the pandemic and delays have been largely accommodated. In 2021 customers patience is now wearing thin and we will see a large increase in dissatisfaction and complaints for companies who don’t get things right first time and efficiently.” Thanks to Scott37 Original Webinar date: 14th January 2021 Webinar Timeline 0:34: Introductions – Jonty Pearce, Call Centre Helper 4:00: Poll with results from the audience. Asking “What do you Expect to Happen will Contact Volumes?” 6:47: Martin Hill-Wilson, Brainfood Extra Presentation 11:42: Poll with results from the audience. Asking “What Percentage of Your Contact Volumes are Currently Through Digital Channels? (Email, Webchat, Messaging and Social)” 33:33: Quiz 38:47: Top Tips, Opinions and Questions from the audience 43:24: Martin Hill-Wilson, Brainfood Extra Presentation 57:13: Poll with results from the audience. Asking “Which One of the Predictions did you like Best?” 59:13: Top Tips, Opinions and Questions from the audience 1:00:54: Winning Tip Panellists Martin Hill-Wilson Brainfood Extra Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by Call Centre Helper Register Now! Author: Rachael Trickey Published On: 4th Jan 2021 - Last modified: 18th Mar 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, Martin Hill-Wilson Recommended Articles Recorded Webinar: 10 Predictions for 2016 Recorded Webinar: Innovative Best Practices for First Contact Resolution Recorded Webinar: Five Great Ways to Channel Shift Customers From Phone to Digital Recorded Webinar: 10 Predictions for 2019 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter